Connecting Support & Development

ServiceNow & JIRA Integration

Quickly and easily send incidents from ServiceNow to Atlassian's JIRA.

ServiceNow Incident/Problem Workflow

The most common scenario is the escalation of bugs or issues (work items) that require development resources to fix. You can search JIRA, link incidents or problems to existing work items or "send incidents/problems" to JIRA where a new issue is automatically created. Once development completes the work, ServiceNow incidents/problems are synchronized with key JIRA work item information --- complete with ServiceNow update notifications.

Escalate Incidents to Development

Not everything is a bug! Escalate incidents that need development to solve. Establish bidirectional links between ServiceNow incidents and JIRA work items.

View Development Status in ServiceNow

Once a JIRA work item is created or a development link is established, support can view work item status and other fields (configurable) --- all within ServiceNow!

Search & Link from ServiceNow

Nobody likes duplicates! Before sending to development and creating a new work item, search for similar work items first. If it's a match, link the incident!

Map System & Custom Fields

Point and click to map fields between ServiceNow and JIRA. You can configure any number or fields, in any direction, be they system or custom fields.

Create New JIRA Work items

Based on incident field values, automatically create new JIRA work items --- in the right projects! Supports all work items types.

Automatic ServiceNow Notifications

Development works hard! When they update or complete work items, ServiceNow is automatically populated to reflect the new status or update.

Excellent service. Works like a charm!

We were looking to improve customer support, communication and response time --- what we found was much more!

Support Manager, ISV (USA)

Free Trial - Start Today!

Seeing is believing. Sign-up for a free trial and kick the tires at no cost. By integrating ServiceNow and JIRA, you can: